Surprise! npower complaints double!

10 July 2014

npower-logo You'll probably die of shock when you find out that complaints about npower and Scottish Power doubled in the first quarter of 2014, so we can only pray that you were sitting down when you found out.

It seems new billing systems have caused all kinds of problems for customers, but really, there would've been complaints either way because, especially in the case of npower, it looks like they're actively trolling everyone now.

Citizens Advice and Citizens Advice Scotland said complaints about npower rose from 306.8 for every 100,000 customers to 592, in the last quarter of 2013. In fact, complaints about all suppliers increased in the first quarter. They really couldn't care less could they? They can afford the fines and no-one is looking like they're going to do anything about it.

Have the Big Six got blackmail files on Cameron and Clegg? Dirty Polaroids and taped conversations with sex-workers or something? That's the only explanation for their Teflon state of mind.

Last month, Ofgem warned npower to sort out their billing balls-ups by the close of August, or stop all telesales activity. Ofgem are also investigating npower's failings as a whole, but you get the impression that between the CA and Ofgem, npower will work a way around it.

The chief executive of Citizens Advice, Gillian Guy, said: "The knock-on effect of poor billing systems can turn household budgets upside down. Many people do not have the spare cash to cover the cost of a large bill that suddenly lands on their doorstep."

"While we recognise npower is receiving more complaints because it is starting to get over some of the earlier issues, it needs to do more to stop consumers' problems escalating. Offering repayment plans and discussing ways they can help consumers will nip issues in the bud and remove the need to complain."

"Scottish Power has an opportunity to learn from other suppliers' billing system failures and address these problems now so more consumers won't have cause for complaint."

"A rise in complaints about all suppliers is concerning. Suppliers won't win the trust of customers back unless they show they understand what consumers need, recognise the financial pressures many people are under and are able to sort out problems quickly. This is something that all suppliers can act on."

TOPICS:   Utilities

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